Payment Made but No Order Confirmation

[Yingqindong]

Dear EE Support Team,

I recently made a payment for a new phone order on the EE website. However, after I completed the payment, I accidentally closed the page before receiving any confirmation.

The amount has already been deducted from my bank account(it's pending now), but I cannot find any order details or confirmation email in my EE account.

Cheers
Ying

[Ali_A · Accepted solution]

Hi @Yingqindong 

Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. 
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order didn't complete correctly, they can re-process the order for you.  

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed. 
If the order does not get completed we will not take the payment, and your bank/card issuer will automatically release the Pending Payment back to your account. They usually do this after 10 working days. 

Ali